QA Coach: Elevate Customer Experience & Coaching

HelloFresh; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Long service benefits

HMO medical coverage

Generous leave benefits

Life insurance

Annual learning budget

360 Learning platform access

Dynamic global environment

Work-life balance

Job summary

HelloConnect in Taguig City is seeking a QA Coach to uphold high customer care standards across client campaigns. You will analyze interactions, present findings to leadership, and coach teams to improve CSAT and KPIs.

Join a dynamic team focused on continuous improvement and exceptional customer experiences. The role involves quality analytics, reporting, calibration sessions, and driving improvements with Learning & Development across multiple campaigns.

Qualifications

• Excellent attention to detail and ability to identify subtle quality and customer experience issues.
• Strong analytical skills with the ability to extract, analyse, and interpret QA and operational data.
• Proficiency in Google Workspace (Sheets, Docs, Slides).
• Experience using AI tools to support QA analysis and trend identification.
• Confident, articulate communication and ability to present findings to stakeholders.
• Proven coaching and feedback delivery to improve agent performance.
• Ability to create and deliver training materials and coaching sessions.

Responsibilities

• Quality Monitoring & Evaluation across campaigns to ensure quality and consistency.
• Report QA performance, KPIs, and trends with actionable insights.
• Provide coaching and feedback to Team Leaders and agents.
• Develop strategies to enhance customer service and quality targets.
• Lead calibration sessions and submit required reports.
• Identify knowledge gaps, process improvements, and coaching opportunities.
• Collaborate with Learning & Development and stakeholders to drive improvements.
• Support AI-assisted QA tools and validate automated findings.

Skills

Attention to detail

Analytical skills

Google Workspace

Gemini AI tools

Communication

Coaching

Presentation of findings

Prioritisation

Tools

Gemini AI tools

Job description

HelloConnect in Taguig City is seeking a QA Coach to uphold high customer care standards across client campaigns. You will analyze interactions, present findings to leadership, and coach teams to improve CSAT and KPIs.

Join a dynamic team focused on continuous improvement and exceptional customer experiences. The role involves quality analytics, reporting, calibration sessions, and driving improvements with Learning & Development across multiple campaigns.